Phone put down in my ear, three weeks and still no authorisation on my warranty claim

I have a Ford Ranger warranty claim with Innovation Group that has been dragging on with no urgency from their side.

The timeline:

28 April 2026: Vehicle in at Ford Menlyn. By 29 April the diagnosis was already pointing to a full engine replacement, and the claim was lodged with Innovation Group as the underwriter. 4 May 2026: Reported and assessment booked the same afternoon. 12 May 2026: Assessment report back. Engineering report and engine block then required. 14 May 2026 (Thursday): Engineering report submitted to Innovation Group. 18 May 2026: Four business days later, Innovation Group only confirmed receipt of the report today. Still no authorisation.

The diagnosis is a warped engine block, injector overfuelling on cylinders 2 and 3, and piston slap on cylinder 4. A full engine replacement. This is not a small claim, and it deserves to be handled with some urgency.

I phoned Innovation Group today to find out what is happening with my claim. The person on the other end put the phone down in my ear. No callback, no follow up.

Ford Menlyn, have been outstanding throughout this process. Every bit of communication, every step forward, has come from her. The hold up is entirely on Innovation Group's side.

Three weeks in and the claim is not even authorised yet. Parts cannot be ordered, repairs cannot start. A warranty claim should not take this long, and customers should not have phones put down in their ears when they call to ask a reasonable question.